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CCWater publishes our research

29th June 2016 11:54

Having conducted CCWater’s Water Matters Survey three times in past years, we were commissioned by CCWater for the fourth time to conduct the 2015 survey, which has been published on their website. Our researchers conducted 5,964 fifteen minute telephone interviews with bill payers of water and sewerage services in both England and Wales to reach the findings. This represents a minimum of 150 interviews for each WoC and 200 for each WaSC.

The infographics below visualise the findings from the survey in England, the survey in Wales and the total sample from both countries.

The key findings of the Water Matters survey are:

Overall satisfaction of water and sewerage services is very high, with percentages of over 90%.

Satisfaction with the value for money is the highest level it has been for five years, at 76 per cent for water and 78 per cent for sewerage.

However, fewer customers feel that their bills are fair, at a rate of 62 per cent, as opposed to 68 per cent 12 months ago.

Also, there has been a marginal fall change in the number of respondents who believe their bills are affordable, with 74 per cent in 2015 and 76 per cent in 2014.

Just 1 in 3 (33 per cent) of people feel that their sewerage company is responsible for the maintenance of shared sewerage pipes. This rate of awareness has been the same since 2011.

Infographic: Customer views of their water and sewerage services in England and Wales 2015

Infographic: Customer views of their water and sewerage services in England 2015

Infographic: Customer views of their water and sewerage services in Wales 2015

The research found that customer satisfaction in Wales is notably higher than that of England in a range of key areas, such as:

Value for money (83 per cent sewerage and 82 per cent water)

Total satisfaction with water services (98 per cent) and sewerage services (95 per cent)

Trust levels (8.07 in Wales and 7.73 in England)

Awareness of WaterSure/Welsh Water Assist (13 per cent) and WaterSure in England (8 per cent).

The core aim of the Water Matters survey was to gather household customers’ views on their water and sewerage services and explore how they have changed over time.

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